As a practitioner committed to delivering exceptional care, certain beliefs about Patient Visit Average may have shaped your approach to client care. Let’s explore some new perspectives that can turn these beliefs into opportunities for growth and enhanced client experiences:

Belief: Providing quality healthcare should be driven by patient needs, not financial metrics.

Perspective: KPIs can enhance patient care by ensuring efficient processes, allowing practitioners to focus more on personalised support. Clients who get great outcomes will return for continuing care for their initial health objective and also see you as their trusted advisor for other health objectives or concerns they have in the future = Client Loyalty.

Belief: “Increasing PVA is all about over servicing”.

Perspective: KPIs provide insights to optimise clinic operations, ensuring resources are utilised effectively without compromising patient care. Our primary role as health professionals is to provide the best recommendation to each client. Our plan must outline what we know and believe to be the best way for the client to overcome their health concern/challenge and reach their intended outcome. “...Every eye is an eye, when you are doing the surgery there (vietnam), it is just as important as if you were doing it on the prime minister or the king..” Fred Hollows ­ Opthamologist & The Fred Hollows Foundation.

Belief: Focusing on KPIs might lead to prioritising profit over patient outcomes.

Perspective: Balanced use of KPIs ensures a sustainable practice, enabling long-term quality care and continuous improvement. PVA is a measure of how well our clients are engaged with our treatment plans and management recommendations. Clients who clearly understand their current health and the objective of our involvement in their health will continue to return for care. We are not financial planners or personal assistants for our clients. We must first deliver our best health recommendation and only after that, we should consider any logistics regarding the resources of the clients (time, money etc). If your recommendation is compromised before the client has been engaged about what it is going to take, then we are compromising their health and our integrity to put their health first.

Belief: Personalised support is about individualised attention, not standardised metrics.

Perspective: KPIs help identify areas for improvement, enabling tailored approaches to meet diverse patient needs effectively.

Belief: Healthcare should be driven by empathy and understanding, not rigid performance measures.

Perspective: Empathy remains central, and KPIs serve as tools to enhance operational efficiency, allowing practitioners to invest more time in patient relationships.

Belief: Focusing on financial metrics might create a stressful environment for practitioners.

Perspective: Properly managed KPIs promote clinic stability, reducing stress by ensuring sustainable revenue and resources for quality patient care.

Belief: ‘The client is better, they don’t need to come back’.

Perspective: Positioning ourselves as the trusted health advisor for our clients means that we are always looking for better ways to not only maintain their health, but also optimise it. We should be aiming to provide our clients with constant and never ending improvement. The reality is that we are always updating our knowledge and skills to help the human body and our clients should reap the benefit of professional development. ○ We should be proactive and establish some level of maintenance care to review our client on a 3, 6, 9 month frequency. A lot of change happens within the body during one hour, let alone one day or one month, so the questions should be how can I not just maintain their health and function, also, how can I contribute to optimising health and function. This may mean identifying related health concerns or challenges and offering different health services and care options to build on your previous treatment success with them.